Head Of Call Centre Full Time

Want to build something from the ground up?

This is not your typical Call Centre Manager role.

Hire Resolve’s client is looking for a hands-on, commercially minded Contact Centre leader who is ready to take ownership of a brand-new operation and help build a high-performing Contact Centre from the ground up.

Our client is a fast-growing South African fintech launching its local operation in Cape Town, and this is your opportunity to play a key leadership role from day one.

You won’t simply inherit an established team and processes.

You’ll help build them.

Responsibilities:

As Head of Call Centre, you’ll take ownership of the Contact Centre operation, including:

• Building and developing the Contact Centre team
• Recruiting, onboarding, training and developing staff
• Managing Sales, Collections and Verification functions
• Driving operational efficiency, productivity and performance
• Establishing and monitoring KPIs, SLAs and performance standards
• Managing the Sales funnel from Lead → Application → Deal
• Overseeing internal Collections, including Pre-Collection, Grace Period, DebiCheck and Soft Collections
• Working closely with Risk and the Verification team
• Driving customer service standards and call quality
• Identifying operational bottlenecks and implementing improvements
• Supporting CRM, telephony and Contact Centre automation
• Managing schedules, productivity and operational discipline
• Working cross-functionally with Risk, Product, Marketing, IT, Finance and Head Office

Requirements:

• 3+ years’ experience managing a Contact Centre or operational team
• At least 2 years’ Contact Centre experience
• Experience within fintech, banking, microfinance/consumer lending or insurance
• Strong understanding of Contact Centre KPIs and operational performance
• Experience across Sales, Collections and/or Verification
• Knowledge of affordability assessments, document verification and bank-statement verification
• Experience recruiting, onboarding and managing teams
• Strong performance and KPI management experience
• Experience with CRM and Contact Centre telephony systems
• Knowledge of NCR, FICA and DebiCheck
• Excellent professional English
• A hands-on, entrepreneurial approach to building operations

Contact Hire Resolve for your next career-changing move.
● Salary: negotiable.
● Our client is offering a highly competitive salary for this role based on experience.
● Apply for this role today, contact Maria van Rooyen at Hire Resolve or on LinkedIn
● You can also visit the Hire Resolve website: hireresolve.us or email us your
CV: maria.vanrooyen@hireresolve.us

We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not
suitable, we will put your CV on file and contact you regarding any future vacancies that arise.